✅ Verified Review
| Buenos Aires to Sydney via Santiago. Over the past 9 years my I have flown with Lan airlines more that 16 times around South America and from Australia to South America. This, however was our first trip with them as LATAM. Never again! Lan and Tam as separate companies were always amazing once you got on the flight. The service outside of that, was never that good. However, now it is impossible to deal with them. Also, the standard of the inflight service has dropped dramatically. Both airlines used to be something i would recommend and boast about to friends coming to visit me in South America. I will just list the problems we had with a return flight from Melbourne to Buenos Aires and then a return flight from Buenos Aires to Sao Paulo. The wrong flight departure times given for first leg of the flight (out buy 4 hours), tried to call customer service with wait times of over 45 minutes and then it would just disconnect. Called with a 2 hour wait time and the person on the other end giving the incorrect information. With language skills not proficient in Portuguese or English. Lost Luggage on two flights The seat we reserved 9 months in advanced was not valid as I have an Australian passport and can not be verified until i arrive for that flight. The check-in managers response was "we have this problem with every flight to Auckland and Sydney. We get so many complaints. The company have no interest in fixing this problem" Flight delayed for over an hour without updating anyone. When I asked if they could just make an announcement so all the people waiting knew what was happening they just looked at me as if I had asked them to fly me on their back to my destination. On a leg of the flight that was over 3 hours the only food was a sandwich labelled "vegi" with cream cheese and some unidentified vegetable (only an assumption that it was a vegetable). When asked for the sandwich we could see other people opposite us eating we were told we are sitting on the other side of the plan so we can't have that one. Took 4 weeks to process the purchase of a ticket with lanpass points, we sent an email saying because they had changed out departure time we could change are return time/date with no additional cost. tried processing online and was directed to call. Tried calling gave up after 1 hour. Went into a Latam office and was told the only way it can be processed is if we call Latam and directed us to the phone. Was then told after waiting only 40 minuets for someone to answer that we could we just need to pay a small fee. However, the person calculated it incorrectly so after 1 hour of talking and clarifying he realised he didn't know what he was doing and we couldn't change our ticket. Positives The wine is good I will NEVER fly with them again. I will use Aerolineas Argentinas before them and that is saying something. I believe now Latan feel like they can dominate the region and no longer have to impress their customers. Its such a shame. I was very much looking forward to this partnership but am so disappointed now. I will never fly with them again or any of the on world partners that may put me on on of the Latam flights.